Apria Healthcare Customer Service Issues

In September [redacted], Apria Healthcare in Peoria, Illinois, delivered a Hoyer lift for me under the promise they would repair mine and bring it back. I didn't sign any papers due to my urgency. Unfortunately, they never returned, leaving me with a large Hoyer lift that is difficult for me and my daughter to handle. Upon discovering the Peoria office closed in March or May of [redacted], I contacted the Springfield branch and spoke with Ron, the manager. Ron explained they didn't have smaller lifts available and couldn't assist me further. Despite Ron's polite demeanor, I feel Apria let me down. I had a Linkle lift that I require, and I believe Apria should fulfill their obligation. Please reach out to me at [redacted]. My name is Barbra.

My daughter relies on Nourish, a whole food plant-based formula for tube feeding. After switching from Peptamin 1.5, her health dramatically improved. However, I was recently informed that Nourish will no longer be available, leaving me struggling to find an alternative due to insurance restrictions. As a caregiver, seeing her thrive on Nourish has been invaluable. I desperately need to understand why this decision was made and urge for Nourish to be reinstated. Your swift response is greatly appreciated. Thank you, Tina S.

I have submitted doctor's prescriptions and supporting documents multiple times, on 5/31, 6/1, and 6/5. The fax on 5/31 included the diagnosis and pressure setting for the BiPap machine. The doctor's note clearly indicated the need for the BiPap machine. I went for the oximetry test on 6/20, even though it was deemed unnecessary. I was informed by Bernard in the delivery department that the BiPap machine would ship on 6/22 via FedEx, but Regina from Kansas later said it would ship on 6/23. Despite these assurances, the machine has not been delivered. Today, I was informed that it did not ship because the Order Processing Department needs more information. It's frustrating that the sleep study, which the doctor stated was unnecessary, is causing delays. I have been advised to wait 24-48 hours for a supervisor to call. There seems to be a significant communication issue between departments and a tendency to misplace paperwork. I am hopeful that this matter will be resolved promptly. Thank you for addressing my concerns. Christopher M. [redacted]/[redacted]

My daughter's medical equipment broke yesterday and the customer service experience has been extremely frustrating. Despite multiple calls, being passed around, and even being hung up on, the promised delivery never arrived. Today, they delivered the wrong item and later sent the correct one to the wrong location. Waiting for this vital equipment is causing anxiety as I try to avoid a hospital visit. The manager's unkept promises and accusatory tone about my preparation worsened the situation. To top it off, a recent call suggested I didn't even have an account with them. This ordeal has been ongoing for over 27 hours, and for something as critical as medical equipment, the process should not be this complex.

I purchased a CPAP machine from Apria through my health insurance, Blue Cross Blue Shield of Michigan in [redacted]. I am continuously receiving harassing calls from your billing/credit department about past due balances without any invoices or explanations provided. Your company has charged my credit card without my authorization, which I only provided for maintenance parts, to pay balances that were not previously billed to me. I have spent several frustrating hours on the phone with your agents who were inconsistent and faced a language barrier. I received multiple bills, only to have them reversed, and even got a letter from a collection agency that was later withdrawn with an apology. When requesting to speak with a supervisor, I was left on hold for extended periods without assistance. I am seeking resolution with detailed and accurate documentation. - B.C. [redacted] Lake Anna Road Florence, WI [redacted] [redacted]

I have been in touch with representatives multiple times regarding the unreliable liquid oxygen portable units. I have exchanged them at least 10 times, totaling 20 units exchanged, as they are not functioning as they should. The replacements I received today were supposed to put out 15 units, but one only does 6 and the other fluctuates between 12 and 13, which is unacceptable. Despite discussing this issue with several of your representatives and a local manager, I was informed that no new units have been received in over two years. I would not mind refurbished units if they actually worked. Today, I spoke with your representatives and Kaiser once more, informing them that I am fed up with the lack of concern for my well-being. I have expressed that I will be seeking legal advice and contacting local news stations if this matter is not resolved promptly.

I am aware that you already have cleaning services in place. However, I would like to request 5 minutes of your time or be directed to the appropriate contact for submitting a cleaning proposal. This will allow us to have our specifications on file for future reference. We specialize in one-time services such as VCT tile stripping/refinishing and carpet shampooing. We are a licensed, bonded, and insured company currently servicing Metairie Baptist Church and Archdiocese of New Orleans. We aim to expand our clientele and would be delighted to include your business in our portfolio. Thank you for your consideration. Sincerely, Michele P. Administrative Assistant Corvus Janitorial [redacted] Severn Ave. Suite [redacted] New Orleans Contact: [redacted] Phone: [redacted] Ext. [redacted]

I am writing to address the issue with my disabled daughter's Visa account. She is a stroke victim with severe disabilities, including impaired vision and mobility, and relies on liquid nutrition. Due to a misdelivery, an urgent overnight service was required. Unfortunately, her soon-to-be ex-husband removed his credit card information without notice, leaving her without food. A direct deposit from her disability check was set up, but without prior warning, over $[redacted] was taken from her account to cover delinquent payments unknown to us due to her ex-husband's actions. This sudden withdrawal resulted in significant overdraft fees that we, as retired individuals, are struggling to rectify. We have already returned all rental equipment, despite never signing any contracts for them. Moving forward, we request better communication concerning large withdrawals from her account to avoid such financial difficulties. Additionally, we seek compensation for the returned items and full reimbursement for all incurred overdraft charges through Regions Bank. The insensitivity shown in this situation has only added to the stress amid my daughter's recent surgery and hospitalization on 8/28/18. Sincerely, Dave Peterson.

I recently tried to place an order over the phone for Mr. Bill B. As his caretaker, I informed the associates about his address change from [redacted] Ivy St to [redacted] N. Emerson St, both in Denver, CO. I specifically requested 6 ft green tubing and a Christmas tree nipple for his emergency tank. Unfortunately, some phone support staff seemed to rely heavily on a script and did not fully listen to my requests. Thank you for addressing this matter. Bill B. - CC: Rita C., RN-C email: [redacted]

I have been using oxygen for over a year without being billed. However, this year, Medicare started charging me a 20% copay. My insurance company did not receive necessary documentation from my doctor to authorize payment to Apria. After multiple calls to Apria and Emblem Health (my insurance provider), the situation is nearly resolved. Despite having my credit card on file with Apria for copays, they charged my card without authorization multiple times - $73.37 on June 22, [redacted], $54.58 on July 3, [redacted], and $[redacted].85 on July 21, [redacted]. Each time I contacted Apria, I refused to make a payment until my insurance did their part, yet they still charged my card. This has led to my balance exceeding $2,[redacted]. I believe this unauthorized billing is illegal, and I am seeking a refund from Apria.

I began using Apria in April [redacted] and my account number is 0370BLR643. It took until the end of July [redacted] for Apria to process my account correctly with my insurance. This 4-month delay caused a large bill due to issues between Apria and my insurance carrier. After finally making a payment in August and September 26, I spoke with Chris from the Kansas City office on September 26 to order supplies. Despite being told my supplies would arrive on October 3-5 and agreeing to add the co-insurance of $24.44 to my bill, I have yet to receive the supplies. When I called to follow up, I was denied a supervisor in both the customer service and billing departments. I have been informed that my supplies will not be sent until I pay the entire bill of $98.20. I request that Apria promptly send me my supplies, adhere to the payment arrangement I made, take responsibility for the errors, and ensure I receive all entitled supplies per my insurance. I have documentation of all interactions, as does my insurance company. Treating a customer this way is unacceptable, especially when Apria caused the initial problems.

I encountered an issue with Apria regarding a wheelchair rental charge that was duplicated on my credit card and led to a collection notice. Despite assurances from customer care representative Maria on August 10, the promised pickup of the wheelchair did not occur as planned. Subsequently, I received a bill on September 21 but discovered a charge on my credit card statement dated September 14. Upon contacting Apria and learning the wheelchair had not been retrieved, I returned it to the Oxnard location, confirming delivery with Apria staff. Despite promises of a refund within three weeks, another charge appeared on my card, and I received a collections notice prior to the original invoice due date. This ongoing situation, which has resulted in a charge of $[redacted], stems from errors on Apria's end and not due to any actions on my part. I possess documentation of all communications and interactions but have not received a resolution from Apria after nearly two months of attempting to address the issue.

I recently received a bill totaling $[redacted].88 covering charges from Feb. 19, [redacted] to December 4, [redacted]. I am uncertain why I am being billed for this period. After contacting Customer Service and subsequently a supervisor, I learned the charge is for a humidifier that I allegedly ordered for my CPAP machine. Historically, with my insurance Humana covering all supplies, I have never received such bills. I reached out to Humana and they advised me to appeal this charge. Despite their intervention, the issue remains unresolved, as Humana's call to Apria did not yield results. The sudden appearance of this bill is alarming given I have used a CPAP machine for nearly a decade without any similar charges. At 83 years old and living on a fixed income, I am greatly concerned about handling this unexpected expense. Your help in clarifying and resolving this matter would be greatly appreciated.

Account number 0547BKZ992. I was billed $23.81 and paid it on June 4. Then I was billed $23.81 again and paid it on August 2. Despite many calls and promises to credit the payments, it hasn't been done. In September, I was billed an additional $13.76 with no explanation. Multiple representatives assured me they would credit the two payments and investigate the $13.76 charge, but it hasn't happened. I am reaching out in hopes of resolving this matter as my wife is concerned. If my account is not corrected, I will escalate this issue to various authorities, including my attorney general, the hospital that referred me to Apria, my insurance company, congressman, the US attorney general, the Department of Health and Human Services, and Social Security/Medicare.

During a recent visit to Florida, I encountered an issue with my Inogen portable oxygen concentrator due to a dead battery. I reached out to Apria for assistance, but their customer service experience was frustrating. It took multiple attempts to speak to someone, and the language barrier made communication challenging. After a lengthy conversation, I managed to request two portable oxygen tanks for delivery to my temporary residence. Unfortunately, the next day, I was informed that I couldn't receive them as I was considered a "traveler" and not registered in Florida, despite being told otherwise earlier. This left me without oxygen, putting my health at risk. After facing this ordeal, I am immensely dissatisfied with Apria's unprofessionalism and lack of coordination. I had to resort to renting a battery to make my way back home. This experience has urged me to seek a more reliable oxygen supply provider.

I am extremely disappointed with your company's customer service. I reside in Westlake, Ohio, and there is an Apria facility near me. However, whenever I try to contact them, I get redirected to the Philippines. I am specifically looking for information regarding a So-Clean cleaning device for my CPAP system. After submitting an online request, I spoke with Drew from Kansas City about whether this device is covered by my Humana Health plan. Unfortunately, I am unable to reach Drew at the provided number, [redacted]. Today, I have dedicated a significant amount of time trying to obtain this information to no avail. Constantly being connected to the Philippines is frustrating. I feel compelled to file a complaint against Apria and expect a prompt resolution.

I underwent surgery on December 5, [redacted] and was discharged with oxygen support. On December 26, [redacted], the concentrator was collected (work order X[redacted]). However, I am receiving rental charges from January to the present. I contacted the billing department and conversed with Meri and Emily, but they were unhelpful and requested my credit card details. They mentioned that my case is under investigation and suggested enrolling in automatic payments. I requested the local number for the Littleton Office. Upon calling Littleton, I was directed to the same call center. I selected the option for equipment pick-up and spoke with Gail, who was supportive. Gail promised to email the Littleton Office to locate the collected equipment. She took my email address and assured me of sending it to the Littleton Office. I urge you to address this issue promptly, as I will escalate the matter legally if not resolved, potentially impacting my credit. Regards, Lorraine Pacheco [redacted] Xavier St. Denver, CO [redacted] [redacted]

I had a card on file for security purposes only, not for payment, and it was wrongly charged $[redacted] plus an additional $30 for a copay that Medicare should have covered. I paid $[redacted] via PayFlex with the confirmation and remittance numbers, but Apria charged me twice. Despite paying on 3/5/19, it wasn't posted until 3/15/19, making it seem late, which affected my credit score. Apria never sent a receipt for the PayFlex payment. I have ongoing issues with their billing practices and will take action to address this.

I am disappointed with the service provided by your company. I received unwanted products, was billed for items I never ordered, and struggled to get a resolution over the phone for the past three days. After paying $97 for an order that was left unattended and then thrown away, the subsequent order I did place contained mostly incorrect parts or items I did not order. The situation is frustrating, and I want to return the items I never wanted without incurring additional charges. It's disheartening to experience such poor service and feel like this may be a tactic to generate more income.

My name is David Katz, and I have been facing issues with my orders from your company for the past two years. This time, my order arrived without the head harness, which I only noticed when I was packing for an important trip. Despite my responsibility to check the items, the continuous errors in my orders are unacceptable, leaving me once again disappointed with your unreliable service. I am now on the road for an important interview tomorrow, missing a crucial item that will affect my sleep. Unfortunately, I have lost faith in your company and do not expect any improvement. I wish you well in serving your other customers better in the future.